What Residents Want: Partnerships in Maintenance

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Presentation transcript:

What Residents Want: Partnerships in Maintenance Will Campbell-Wroe Managing Director West Kent Extra

Aims of the Session Interactive session drawing on your experience as a group Overview of changes in both residents expectations and regulatory changes that impact on residents’ role How resident empowerment links to repairs and maintenance

“What residents want in relation to maintenance” Interactive Task 1 In Groups of 3-4 spend a couple of minutes thinking about: “What residents want in relation to maintenance” Feedback your top three answers

Changes in Resident Involvement Series of changes in the expectations and policy/regulation on resident involvement: Customer Satisfaction Gold Standard and Rewarding Tenants Resident Led Self Regulation Regulatory Changes

Rewarding Tenants Shift in emphasis from punish to reward Pro-active tenants and community champions Raised expectations

Resident Led Self Regulation Enhanced role for residents Move from consultation to scrutiny Potential shift in the power dynamic One size doesn’t fit all…

TSA and NTV Impact of Cave Review Significant changes in regulation Continues the trend of tenant empowerment

Why is Maintenance Important Repairs and maintenance consistently the most important issue for tenants Is cost efficiency and customer satisfaction an ‘unhappy marriage’? Repairs and maintenance is the frontline of tenant empowerment

Interactive Task 2 Thinking about resident involvement and recent changes spend 5 minutes thinking about what you do now to involve residents in repairs and maintenance

What do tenants want? I can’t tell you… I can tell you what West Kent residents want You need to ask (properly) (and mean it!)

Interactive Task 3 Now thinking about what you’ve heard from others and also about changes in resident involvement spend 5 minutes thinking about how you can improve resident involvement in relation to repairs and maintenance.

Will Campbell-Wroe T: 01732 749403 E: will.campbell-wroe@wkha.org.uk Any Questions? Will Campbell-Wroe T: 01732 749403 E: will.campbell-wroe@wkha.org.uk